Digital Experience Architect
I led a design innovation team of eight to reimagine a mobile strategy that went on to win Webby and Mobile awards upon product delivery. I led service design and design thinking workshops for directors in claim services, digital services, vendor services, call center operations, and insurance agency to identify current pain points across customer channels. Resulting design decisions were documented in service blueprints, customer journeys, and user personas to motivate future visions and to outline strategic digital transformations needed to achieve them. I led innovation and team building seminars for our internally diverse designers, researchers, and business analysts.